Greater Montpellier Metropolitan Area
EMEA Incident Manager for Dell EMC Enterprise products Responsibilities: - Manage complex escalations requiring cross team coordination - Take ownership and communication with the customer until the complete resolution
Centralized L2 for Dell EMC Enterprise products Responsibilities: - Provide technical support to L1 analysts through chat across EMEA Teams - Manage complex escalations in collaboration with L3 and RM/TSM (Italian and Greek Teams) - Drive KPI achievements and governance as QL backup (Italian and Greek Teams)
L2 analyst for Dell EMC Enterprise products (servers, modular servers and MD storage arrays) Responsibilities: - Provide technical support to the customers through phone diagnosis and/or direct remote-control. - Manage complex multi-product issues in modular environments. - Provide technical support to L1 analysts in unsolved issues - Manage complex escalations in collaboration with L3 and RM/TSM - Drive KPI achievements and governance as QL backup - Provide support in certification strategy in collaboration with TM and QL